Open to opportunities

Vikash Rana

@vikashrana

Message

I am an IT support analyst specializing in systems, networks, and AWS cloud support.

India

Message

What I'm looking for

I seek a hands-on IT support role in a collaborative, customer-focused team where I can leverage AWS, Office 365, and network troubleshooting skills, contribute to incident management, and grow toward DevOps and cloud engineering responsibilities.

I am an IT support specialist with over three years of hands-on experience providing Level 1 and Level 2 support across systems, networks, and cloud platforms. I focus on timely resolution, escalation, and customer satisfaction in 24x7 support environments.

I have handled 30+ daily tickets and managed Office 365 accounts, VPN and firewall support, and incident lifecycle from logging to closure. I implemented secure AWS deployments including EC2, VPC, and load balancing and have practical experience with Docker, Linux, NGINX, and Python. In a prior role I improved incident response time by 30% and mentored new hires on technical support best practices.

I am looking to apply my troubleshooting, cloud, and systems expertise to a collaborative team where I can continue to grow into DevOps and cloud engineering responsibilities.

Experience

Work history, roles, and key accomplishments

Current

IT Application Support Analyst

Current

Zouma Consulting Services

Feb 2025 - Present (6 months)

Provided Level 1 and 2 support across LAN/WAN environments, responding to 30+ daily tickets and managing incident lifecycles to ensure timely resolution and user communication during outages.

IT Support LAN WAN VPN Ticketing Windows Incident Management

Sr. Technical Analyst

Concentrix

May 2023 - Feb 2025 (1 year 9 months)

Delivered L2 technical support to enterprise clients, troubleshooting hardware/software for 300+ employees and managing Office 365 accounts to maintain service continuity and timely updates during outages.

L2 Office 365 Incident Management Hardware Active Directory

Technical Analyst

eClerx

Jun 2022 - May 2023 (11 months)

Analyzed and resolved complex technical issues, improving incident response time by 30% and mentoring new hires on support best practices to boost customer satisfaction.